The telco blamed out-of-date employee instructions and broader billing errors for its overcharging of customers of its low-cost Belong arm.
Telstra has refunded $1.7 million to thousands of overcharged customers, mostly of its low-cost Belong arm, and paid a $500,000 fine for failing to comply with earlier warnings that its billing systems were not up to snuff.found Telstra had overcharged 8000 customers between July 2018 and October 2021.
The ACMA said Telstra had self-reported the issue and attributed it to issues with its internal systems such as out-of-date employee instructions and broader billing errors.as it had failed to comply when it was issued with an earlier notice in 2020 about similar issues.“Telstra had already been formally directed by the ACMA to comply with billing rules so should have moved to address these issues,” ACMA chairwoman Nerida O’Loughlin said.
“At a time when Australians are being very careful with their budgets, these errors are particularly concerning as they could have caused considerable strain and distress.” Ms O’Loughlin said Telstra, as the country’s largest telco, should have proper billing systems in place that are compliant with consumer protection rules.“Once Telstra discovered these billing errors, we refunded all impacted customers, apologised for our mistake and also self-reported the issues to ACMA,” Ms Katakto said.
“This is not the experience we want to be providing our customers, and Telstra has now improved our processes and systems to help stop this type of error from occurring again.”
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